Job Description
YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.
Would you like to become part of the world's most international company in the world?
A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.
Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express
ABOUT THE ROLE :
Deliver a high level of customer service at the Service Point, ensuring excellent customer experience while promoting DHL products and services, and contributing to revenue and shipment targets achievement.
YOUR TASKS :
- Act as a brand ambassador for DHL, providing professional, friendly and courteous service to all customers.
- Handle walk-in customers efficiently, ensuring immediate attention and response to their shipping needs.
- Promote and sell DHL products and value-added services to achieve revenue and shipment targets.
- Build and maintain strong relationships with new and existing customers, including local stakeholders (e.g. mall management).
- Follow up on customer enquiries and ensure accurate information is provided on services, pricing, transit times and documentation requirements.
- Manage customer complaints effectively and implement corrective actions to avoid recurrence.
- Ensure compliance with Service Point procedures and GSOP standards, including safety and operational processes.
- Maintain accurate daily operations including shipment processing, manifesting and CIA checks.
- Ensure proper handling and reconciliation of cash, including float management and CAA compliance.
- Maintain Service Point readiness by ensuring availability of supplies, equipment and proper functioning of tools.
- Identify opportunities to improve customer experience, processes and service quality.
- Contribute to achieving KPIs such as NPA, revenue targets (RPD / SPD) and year-on-year growth objectives.
- Work collaboratively with internal teams to ensure seamless service delivery and customer satisfaction.
YOUR PROFILE :
Minimum Bac +2 or equivalent qualification. Strong customer service orientation with a passion for delivering excellent customer experience. Good command of French, spoken and written. Good organizational skills with ability to manage priorities and workload effectively. Ability to work under pressure in a fast-paced and time-sensitive environment. Strong interpersonal and communication skills. Good knowledge of service industry practices; logistics or international business knowledge is an advantage. Presentable, professional and customer-focused attitude.
Competencies:
Problem Solving: Takes ownership of customer enquiries and provides effective solutions.
Customer Orientation: Builds long-term relationships and ensures customer satisfaction.
Planning & Organizing: Manages daily tasks efficiently to meet operational and sales targets.
Results Orientation: Focuses on achieving revenue, shipment and service KPIs.
Teamwork: Works collaboratively and contributes to a positive team environment.
Communication: Communicates clearly and effectively with customers and internal stakeholders.
Attention to Detail: Ensures accuracy in transactions, documentation and cash handling